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lsbuffs's avatar
lsbuffs
New Contributor
11 months ago

Internet drops for 30-45 seconds throughout the day for last two weeks

Cox Core Technology Tech has been out to verify no issue with my modem or wiring. He said there is issue with noise in the signal. He sent a Field Service Technician out. Unfortunately before he could research, he was called away to an outage in another part of Phoenix. Before he departed, he left a note that said "There is a neighborhood issue related to noise/ingress. It is usually from homes" He said he'd be back that day or the next to research and fix. That was nearly a week ago and I haven't heard anything.

I called Cox yesterday to inquire. They sent a representative out this morning. He wasn't a field service person, and only told me that he was aware of tickets open in the neighborhood but couldn't give me any information on when the issue may be fixed. He left after a five minute conversation.

Hoping a Cox representative may be able to research and provide more information on what's going on and the expected resolution time. I've pasted some information from my cable modem for review by those who may be knowledgable in that regard. Any help is appreciated in advance. (Note: I last rebooted about 14:30)

Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:50:09 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 07:57:45 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 08:01:33 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 08:20:50 Notice (6) CM-STATUS message sent. Event Type Code: 24
Mar 21 2023 08:27:47 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 08:52:41 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 08:57:50 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 09:04:18 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 09:12:00 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 09:55:54 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 09:58:24 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 10:06:12 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 10:10:33 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 10:52:48 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 10:53:44 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 11:03:07 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 11:05:34 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 12:05:41 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 21 2023 12:05:41 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 12:07:57 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 21 2023 12:07:57 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 12:09:58 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 12:21:19 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 12:23:11 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 13:23:38 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 21 2023 13:23:38 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 13:32:39 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 13:38:12 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 13:53:31 Critical (3) No Ranging Response received - T3 time-out
Mar 21 2023 13:54:59 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 14:03:50 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 14:04:11 Notice (6) US profile assignment change. US Chan ID: 6
Mar 21 2023 14:31:20 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 21 2023 14:31:20 Notice (6) TLV-11 - unrecognized OID
Mar 21 2023 14:31:20 Critical (3) Config File Rejected due to Invalid or Unexpected TLV 11
Mar 21 2023 14:31:24 Warning (5) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value
Mar 21 2023 14:31:24 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW
Mar 21 2023 14:31:24 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW
Mar 21 2023 14:31:34 Alert (2) CM Certificate Error
Mar 21 2023 14:36:44 Notice (6) US profile assignment change. US Chan ID: 6

CANCEL APPLY
Cable Diagnostic
Status:   Good
Action:   Your setup looks fine. If you are still experience an internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
Internet Access: 
Downstream Status: 
Upstream Status: 
 
Refresh Save Cable Diagnostic Info

Advanced Information
Frequency Start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency      

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 855000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectable
1 Locked QAM 256 41 213000000 Hz 3.5 dBmV 40.9 dB 0 0
2 Locked QAM 256 42 219000000 Hz 3.4 dBmV 40.9 dB 2 0
3 Locked QAM 256 43 225000000 Hz 3.5 dBmV 40.9 dB 1 0
4 Locked QAM 256 44 231000000 Hz 3.5 dBmV 40.9 dB 1 0
5 Locked QAM 256 45 237000000 Hz 3.4 dBmV 40.9 dB 2 0
6 Locked QAM 256 46 243000000 Hz 3.2 dBmV 40.3 dB 2 0
7 Locked QAM 256 47 249000000 Hz 3.0 dBmV 40.3 dB 1 0
8 Locked QAM 256 48 255000000 Hz 2.7 dBmV 40.9 dB 1 0
9 Locked QAM 256 1 735000000 Hz -1.5 dBmV 40.3 dB 0 0
10 Locked QAM 256 2 741000000 Hz -1.5 dBmV 40.3 dB 0 0
11 Locked QAM 256 3 747000000 Hz -1.5 dBmV 40.3 dB 0 0
12 Locked QAM 256 4 753000000 Hz -1.2 dBmV 40.3 dB 0 0
13 Locked QAM 256 5 759000000 Hz -1.4 dBmV 39.8 dB 0 0
14 Locked QAM 256 6 765000000 Hz -1.5 dBmV 40.3 dB 0 0
15 Locked QAM 256 7 771000000 Hz -1.5 dBmV 40.3 dB 0 0
16 Locked QAM 256 8 777000000 Hz -1.7 dBmV 40.3 dB 0 0
17 Locked QAM 256 9 783000000 Hz -1.7 dBmV 40.3 dB 0 0
18 Locked QAM 256 10 789000000 Hz -2.0 dBmV 38.9 dB 0 0
19 Locked QAM 256 11 795000000 Hz -2.5 dBmV 38.9 dB 0 0
20 Locked QAM 256 12 801000000 Hz -2.7 dBmV 38.9 dB 0 0
21 Locked QAM 256 13 807000000 Hz -3.0 dBmV 38.9 dB 0 0
22 Locked QAM 256 14 813000000 Hz -3.2 dBmV 38.9 dB 0 0
23 Locked QAM 256 15 819000000 Hz -3.4 dBmV 38.9 dB 0 0
24 Locked QAM 256 16 825000000 Hz -3.5 dBmV 38.6 dB 0 0
25 Locked QAM 256 17 831000000 Hz -3.5 dBmV 38.9 dB 0 0
26 Locked QAM 256 18 837000000 Hz -3.5 dBmV 38.9 dB 0 0
27 Locked QAM 256 19 843000000 Hz -3.5 dBmV 38.6 dB 0 0
28 Locked QAM 256 20 849000000 Hz -3.5 dBmV 38.6 dB 0 0
29 Locked QAM 256 21 855000000 Hz -3.5 dBmV 38.9 dB 0 0
30 Locked QAM 256 22 861000000 Hz -3.7 dBmV 38.6 dB 0 0
31 Locked QAM 256 23 867000000 Hz -4.0 dBmV 38.9 dB 0 0
32 Locked QAM 256 24 873000000 Hz -4.2 dBmV 37.6 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 31.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 32.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 32.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 33.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Downstream OFDM Channels
Channel Lock Status Modulation/Profile ID Channel ID Frequency Power SNR/MER Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 3 159 300000000 Hz 0.9 dBmV 42.7 dB 296~7895 0 0 0
2 Locked 3 160 918000000 Hz -6.2 dBmV 38.5 dB 1108~2987 0 0 0

Upstream OFDMA Channels
Channel Lock Status Modulation/Profile ID Channel ID Frequency Power
1 Locked 0 6 36800000 Hz 29.0 dBmV
2 Not Locked 0 0 0 Hz 0.0 dBmV

Current System Time: Tue Mar 21 15:00:22 2023
System Up Time 00:30:17

2 Replies

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    Looks like T3 time-out errors, probably from the noise on the upstream the tech hasn't isolated yet. My guess is you got the upstream OFDM channel around the time you had these problems. I would suggest emailing Cox at cox.help@cox.com with your account info and a link to this thread and ask for a update. Hopefully someone will be able to track down a ticket number for the work. If not, they may have to start all over again.

    • lsbuffs's avatar
      lsbuffs
      New Contributor

      Great, thanks for the input, I will email them.